Production Support Program Manager

ZENITH INFOTEK LLC; Boston (MA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Relocation bonus

Vision insurance

Job summary

Zenith Infotech LLC in Boston seeks an experienced Production Support Program Manager to lead a large team and oversee 2nd line application support across production systems. The role focuses on incident resolution, client communication, and collaboration with development teams.

The candidate will manage life and annuity applications, ensure proactive monitoring, maintain documentation, and mentor junior staff while participating in on-call rotations.

Qualifications

• Must have 2nd line application support experience.
• Strong Java, Net, Mainframe and database knowledge.
• Excellent communication with technical stakeholders.
• Experience in incident management and problem resolution.
• Analytical and troubleshooting skills.
• Familiarity with ITIL, Cloud, DevOps, Agile is a plus.
• Bachelor's degree in CS/IT or related field.
• 10-15 years in software development and production support.
• PM certifications (PMP, Prince2) are a plus.

Responsibilities

• Lead and manage production support activities, ensuring timely resolution of incidents and service requests.
• Act as the primary point of contact for customers, addressing their technical concerns and providing solutions.
• Coordinate with development teams to facilitate application enhancements and bug fixes.
• Monitor system performance and implement proactive measures to prevent issues.
• Develop and maintain documentation related to production support processes and procedures.
• Conduct root cause analysis for recurring issues and implement corrective actions.
• Manage stakeholder expectations and communicate project status effectively.
• Provide training and support to junior team members and new hires.
• Participate in on call support rotation as needed.

Skills

2nd line support

Java

Net

Mainframe

Database technologies

Incident management

Problem resolution

Customer facing

Analytical skills

Troubleshooting

Education

Bachelor's degree in Computer Science, Information Technology or related field

Job description

Benefits:

• Health insurance
• Relocation bonus
• Vision insurance

We are looking for a Production Support Program Manager who has experience in handling large team (More than 100 People) with Experience managing Life and Annuity team.

We are seeking an experienced Production Support Technical Program Manager with a strong background in software development and customer facing roles. The ideal candidate will have extensive experience in managing application support, particularly in a 2nd line capacity, and will be proficient in lavs, Net, Mainframe, and various database technologies. This role requires a strategic thinker who can effectively communicate with clients and stakeholders while ensuring the smooth operation of production systems.

Responsibilities:

• Lead and manage production support activities, ensuring timely resolution of incidents and service requests.


• Act as the primary point of contact for customers, addressing their technical concerns and providing solutions.


• Coordinate with development teams to facilitate application enhancements and bug fixes.


• Monitor ayatam performance and implement proactive measures to prevent issues.


• Develop and maintain documentation related to production support processes and procedures.


• Conduct root cause analysis for recurring issues and implement corrective actions.


• Manage stakeholder expectations and communicate project status effectively.


• Provide training and support to junior team members and new hires.


• Participate in on call support rotation as needed.

Mandatory Skills:

• Proven experience in application support, specifically in a 2nd line capacity.


• Strong technical knowledge of Java, Net, Mainframe, and database technologies.


• Excellent customer facing shifts with the ability to communicate complex technical concepts to technical stakeholders.


• Experience in incident management and problem resolution.


• Strong analytical and troubleshooting skills

Preferred Skills:

• Familiarity with ITIL processes and best practices.


• Experience with cloud technologies and DevOps practices.


• Knowledge of Agile methodologies


• Bachelor's degree in Computer Science, Information Technology, or a related field.


• 10 15 years of experience in software development and production support.


• Relevant certifications in project management (eg, PMP, Prince2) are a plus.